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- Subject: How to contact the support and to ask questions and solve problems.
- So, suppose you have a problem occurred with the admin panel, or a bot.
- What should I do? First of all, you certainly seem that this is a bug in the product, you gave a wrong builder, you have filled in the wrong scripts and all the world is against you! Let us leave emotions for later, and we will resolve all logical reasoning through. Answer a few questions:
- 1) What has been done for the last time, then something is no longer working?
- 2) Under what conditions it was done (testing progruzki bots, you need a virtual machine, moving the old bots)
- Properly configured server? Make sure you have the latest version of the script + Builder.
- Are the exhibits you have rights on the server? whether all the necessary chmod 777 on files?
- In general, it is recommended for servers using Direct Admin panel unnecessarily it is much easier to work with domains.
- Again, if you do not have the skills administratirovaniya servers, do not try to make mountains out of molehills. Hire a person who is for extra charge you a set up a server, if desired scripts Citadel. For a fee you will put a good defense against DDoS'a and well-exposed safe yuzersky privileges. Technical support is not engaged in administratirovaniem your servers and their configuration, we answer only for the scripts Citadel. Check the first problem is always at the server and client (config settings) and keep in touch with the administrator, can you otstuk fell due to the fact that the network came in black-list SpamHaus? Or admin panel can not be established due to the fact that you are running apache as root? And maybe in the config correctly put the mask URLs? Look again at the main manual.
- Any administrator can hire through the appropriate forums and message boards freelancers tipa free-lance.ru
- Services admins are around $ 100-200.
- Do not skimp on well tuned server - this is your infrastructure.
- You are not running a bot?
- Check whether the RC4 key in the admin panel and in the paper.
- Does your well-crypt? Does the version without the crypt?
- Do not send video reports? Check if there are any restrictions in the PHP / Apache to load the files.
- Flying bug Mysql: too many connections? Check whether your MYSQL-running service on the server, it can be configured crooked, or your server is overloaded.
- Maybe you DDoS'yat? See where and what is the load at which scripts. Take advantage of full-time utilities.
- Trying to run on VmWare and you are not running a bot? Check your attention, the case is not whether the Russian version of this image of Windows?
- VNC is not working the gate? See if it works at all PHP on Windows-based server, and whether it is configured VNC-connector.
- Evaluate your subjective attention to detail, confidence in the actions and the logical steps and start testing. Do not be afraid to experiment, do not break. Something is implemented? Protest at first on himself and on a small number of bots before they make to the work.
- First test, then write in a support. No need to write "I have something not working ..." write once conditions are met: what did you do as you did where you did, what happened, what happened, what should happen. How much information in a message! Imagine that you are giving evidence and describe all the fine details.
- For example: "I do not work VNC, run the bot on vmvare - knock to the main admin. I give the command to execute VNC connections already in admin area - then nothing happens, check whether all Windows-Server: here I have a doubt, that displays the contents of a php-file in a browser that can be? "
- Remember: correct our problem - half the correct answer.
- Clients become more and a support one, so everyone should abide by the conditions stated below!
- Announced a few important rules when referring to a support:
- 1) Never write "hello? How are you?" Of the same series, "are you?" These questions will always remain unanswered. Write once your question / suggestion / bug in one message to attach as much information: what you are doing, as do, what is the result that we would like to receive.
- 2) Write to the same Jabber'a, from where did the order of the product, no tech support, proxies, etc. We do not accept to communicate if you do not specify in advance the purchase.
- 3) Have pity on our eyes, do not write as possible TRANSLITOM - speed reading information and its assimilation is reduced at times!
- 4) Do not peck issues "when the update?", "When it betray?", "When will it?" - If you ordered something, or have placed a request, then we will certainly respond to it and issue you need, everything is written unnecessarily. In tech support have their own priorities for the different types of applications, if we do something to detain, then so be it, this may be additional testing, bug fixes, etc.
- 5) Do not ask stupid questions frankly, to which you can find the answer after spending five minutes of searching in google or asking colleagues to shop online. Questions in the style of "how to upload files to the server", "why does not work domain," "how to set the right", etc. are neglected.
- 6) The more you give information on the problem, the better and more available you will receive a response.
- 7) On the issues when the update, will be given when the purchase of a support, etc. is NOT responsible if you have applied for something, it will be processed as soon as possible and we have not forgotten about her. Such questions will only act on the nerves and interfere with refining.
- Processing time, if you want to buy a new module from 3 to 48 hours. Due to the large number of different applications (change of iron, Buy-modules, the purchase of a license, bond partner ...) All applications for which either (for example, bought the module) will be processed from 3 hours to 48 hours.
- Please do not ask and do not ask questions when something will or will not write every 5 minutes, "how are things? When it betray a purchase?" - That you can not speed up the process of issuing, and will only detract from the work and tech support, and an encoder. All applications are collected within 1-2 days and sets are given once at the same time for all, no "to me as soon as possible" may not be now.
- Thank you for your attention.
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